Archived: Outlook Care - Maplestead Road

There was a registered manager at the service at the time of our inspection. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.

The service was safe and had practices in place to protect people from harm. Staff were knowledgeable about safeguarding and what to do if they had any concerns and how to report them. People who used the service told us they felt safe and protected from harm.

Risk assessments were personalised and robust. Care workers knew what to do in emergency situations.

Staffing levels were meeting the needs of the people who used the service and care workers demonstrated that they had the relevant knowledge to support people with their care.

Recruitment practices were safe and records confirmed this.

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Newly recruited care staff received an induction and shadowed other members of staff on various shifts. Training for care staff was provided on a regular basis and updated regularly. Staff spoke positively about the training provided.

Care workers demonstrated a good understanding of the Mental Capacity Act (2005) and how they obtained consent on a daily basis.

The service was supporting people who were subject to Deprivation of Liberty Safeguards (DoLS) in an effective way and care workers had a good understanding of DoLS and its application to the daily living needs of people at the service.

People were supported to maintain a balanced diet and the people who used the service had access to the kitchen without restriction.

People were supported to have access to healthcare services and receive on-going support. The service made referrals to healthcare professionals when necessary.

Care workers demonstrated a caring and supportive approach towards people who used the service and we observed positive interactions and rapport between them.

The service promoted the independence of the people who used the service and people felt respected and treated with dignity.

Care plans were person centred and focused on people’s individual needs. Care plans were reviewed regularly and any changes were documented accordingly.

Concerns and complaints were encouraged and listened to and records confirmed this. People who used the service told us they knew how to make a complaint.

The registered manager had a good relationship with care workers and the people who used the service. Care workers spoke positively about the registered manager and their management style.

The service had quality assurance methods in place and carried out regular audits. The service monitored the feedback from people who used the service by way of an annual questionnaire and a monthly residents meeting.

There is currently a registered manager. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.

The service had processes in place for staff to guide them to safeguard and protect people from abuse. Staff demonstrated their awareness of the signs of abuse and the actions they would take to escalate an allegation of abuse. People’s risk assessments identified their needs and the management of them by staff. Risk management plans in place gave guidance to staff to reduce their recurrence, while encouraging safe, positive risk taking for people.

Medicines were not always managed safely and in line with policy.

There were sufficient numbers of staff to meet people’s care needs. Staff appraisal, training, and supervision supported them in their role. Staff understood best practice guidance and training used and implemented both to meet the needs of people. The registered manager supported staff so that they were effective in their role to care for people and deliver quality care.

The registered manager had an understanding of the principles of the Mental Capacity Act 2005 (MCA) and Deprivation of Liberty Safeguards (DoLS).

Staff had an awareness of people’s nutritional needs for the maintenance of their health. The service provided meals in order to meet people’s preferences and people were involved in making choices about what they wanted to eat.

People had access to health care services to meet their needs and professional guidance was implemented to maintain their health.

Staff knew people well and understood their likes and dislikes. People were involved in making decisions about how they received care. Care and support delivered to people centred on their individual needs, preferences, and choices. Staff provided care and support to people in a way which respected their dignity and privacy.

The service had a complaints procedure in place. People and their relatives were aware of how to raise a complaint and make a comment about the service if they wished.

The registered manager demonstrated clear leadership and established a positive culture within the staff team. Staff were motivated to provide good quality care, and applied best practice to help improve people’s lives.

The registered manager monitored, and reviewed the service to improve the quality of care to people.

We found one breach of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014. You can see what action we told the provider to take at the back of the full version of the report.

People's needs were assessed and care and treatment was planned and delivered in line with their individual care plan. People said they were happy with the care and support they received. Comments included "they (the staff) are alright, kind and patient."

Appropriate arrangements were in place for the obtaining, recording, storing and administering of medicines. People said they received their medication at the times when they needed them. One person said "I get my medication on time every day."

There were effective recruitment and selection processes in place. People we spoke with said they were satisfied with the staff at the service. One person said "I wouldn't change the staff" and another said "they know what they're doing."

People were made aware of the complaints system.This was provided in a format that met their needs. We were told there had not been any formal complaints in the previous year and people we spoke with said they had not had cause to make a complaint.